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On CX Innovators, we sit down with enterprise CX leaders and innovators to unpack what’s driving exceptional customer experience today. We explore strategy, technology, operations, and the human side of CX: and where the industry is headed next.
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게스트 인터뷰
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미국
에피소드 27 개
2025년 3월 13일부터
episodic
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Customer experience gets dismissed as a feelings business. Carlos Lopez-Mora treats it as an engineering problem, using data to tie sentiment to revenue, profit, and churn. For executive buy-in, his rule is simple. If a CX project is not linked to ROI, leadership will not fund it.
As Customer Expe…
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Numbers tell you how often something happens. They can't tell you how a customer feels on the other side of the desk.
Matthew Hanrahan, Senior Director, Shared Services at Kin Insurance, brought a banking operations background into CX, where measurement discipline and control frameworks are enforc…
Openly runs high 90s CSAT and 99% chat acceptance by keeping AI away from customers and behind the scenes. Tim Kyse, VP of Customer Experience at Openly, calls this experts talking to experts, where licensed professionals serve agents while AI strips administrative burden so those experts never bur…
Matthew Medina ran a multi-site contact center operation and realized the entire model was backwards. The team was answering contacts efficiently, but actual customer questions were escaping unresolved. Flipping to a knowledge management approach cut contacts in half and sent CSAT through the roof.…
Matt Ferguson built a skill set inventory that makes workforce decisions on capability rather than performance ratings. He scores every skill from 0 to 100 percent, hides the names, then rebuilds the org from the skill counts up.
Matt, VP of Global Customer Service and Product Support at Mitel, sh…
At Kobie Marketing, agents are told not to watch the clock. Eir Welch, Director of Customer Success, scrapped average handle time and instead tracks whether a positive interaction makes customers spend again.
She walks Rob Dague through condensing a tangled knowledge base under a Microsoft Copilot…
Jose Jordan keeps a simple litmus test for automation. Payments and balance checks belong in self-service, while complex, multifaceted calls go to a human who can audit the account and explain what happened. As more gets automated, the calls that remain demand sharper, more knowledgeable agents.
Jo…
Deploy AI to solve one problem the wrong way and it can create more problems for your business. Rebecca Holland, Founder at GTM RH Advisory and VP of Global Customer Success at Vimeo, has worked through five acquisitions. She explains what always breaks in customer success during a merger, and why …
Drew Candres built support organizations where a single tweet on a Saturday night could move a market 10% and flood your queues while the rest of the world slept. Now as VP of Customer Experience at GameChanger, he's applying those same instincts to a completely different emotional context: parents…
Most CS leaders respond to scale pressure by automating SMB and protecting enterprise. Leana Hart, Director of Customer Success at Axon, thinks that binary is costing companies on both ends — and she's spent her career managing the full spectrum, from SMB through Fortune 500 enterprise, to prove it…
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